Why listening to customers is key as Canadian customer experience quality drops [Video]

Canadians are becoming increasingly frustrated with poor customer experience, according to a recent Forrester report. To measure customer experience quality, Forrester looks at three dimensions – effectiveness, ease, and emotion.

According to the report, customer satisfaction has steadily declined amongst Canadians since the pandemic and is now at an all-time low since the report’s inception in 2016, with effectiveness and ease taking the biggest hit in 2024.

The decline in customer satisfaction highlights the opportunity for businesses to focus on improving their customer experience. One Canadian commercial insurance carrier, Northbridge Insurance, has done just that by actively listening to their customers.

“We know that a claim can be extremely stressful for anyone who has had something happen to their business, building or vehicles,” says Jon Medel, vice-president of claims experience and quality at Northbridge. “That’s why we focus on the customer experience – we work hard to streamline the claims …